National Account Director developing strategic relationships and driving sales growth in food and hospitality. Overseeing team operations and ensuring client satisfaction in the United States.
About the role
- Lead the 2nd Line Support Team within Technical Operations at Netcraft. Focus on enhancing cybersecurity operations and ensuring effective team performance across UK and US time zones.
Responsibilities
- Lead and enhance cybersecurity operations
- Oversee the 2nd Line Support (2LS) Team within Technical Operations, ensuring smooth day-to-day operations and effective team performance
- Participate in hiring efforts for the team and other relevant roles
- Collaborate with other Technical Operations teams to execute cross-team initiatives and shared goals
- Serve as the primary escalation point for challenging or high-impact problems
- Support the team in resolving complex issues and assessing non-standard support requests
- Identify, design, and implement process enhancements that increase team capability, efficiency, and effectiveness
- Report and provide feedback to Technical Operations Leadership
Requirements
- Proven experience leading or managing technical support or operations teams, ideally in a cybersecurity, IT operations, or service delivery environment
- Strong familiarity with digital scams and social engineering, including phishing, vishing, online impersonations, malvertising, advance fee fraud, and DNS abuse
- A passion for mentorship and development
- Attention to detail, adaptability, and strong intellectual and commercial curiosity
- Excellent problem-solving and analytical skills with the ability to handle complex escalations
- Demonstrated success in building and scaling high-performing teams, including experience implementing process improvements and structure to help the team grow
- Exceptional communication skills, with the ability to translate technical issues into clear, actionable information for stakeholders
- Strong collaboration and interpersonal skills to work effectively across departments.
Benefits
- Opportunities for flexible working after completing an initial 6 weeks of training (after which you'll have the option to work remotely up to 4 days a week)
- Opportunities for individual training and development
- 33 days holiday per year (incl. public holidays)
- Pension scheme membership with 4% employer contributions plus NI savings
- Two days paid Volunteering Leave per year
- Free meals, drinks and snacks provided daily in the offices
- Comprehensive wellness provisions
- Life assurance at 4x annual salary
- Enhanced family leave provisions
- Regular events such as monthly board game nights, quarterly socials and big summer and winter parties
- A tax-efficient cycle to work scheme
- An inclusive culture and environment, where you’ll feel genuinely valued and respected
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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